When it comes to successfully responding to customer queries, creating a response is only half the story. One of the main reasons that customers and stakeholders turn to social media to ask questions and raise concerns is because it’s seen as a much faster channel than phone or email.
So not only is it important that you satisfy the needs of your audience by responding to their questions, but to do so as quickly as possible without loss of quality or care! ⏲️
You might be wondering how that’s possible but one of the ways to do this is by simplifying elements of your replying process.
For instance, do you receive lots of the same questions time and time again?
It’s a very common situation as realistically most questions fall into just a few categories that will require similar answers. To save on the valuable time spent copying and pasting responses, we’ve built a new tool into CrowdControlHQ that enables you to set your most common responses as drop down options. So, when you go to reply, you can simply pick which answer is most relevant and in doing so reduce response times and satisfy more customers! 🙌
Let’s look at 4️ social customer service situations that this tactic could be applied to:
1. When you need more information
We know that for many organisations, it’s not even possible to provide help until a membership number, order number or form of identification has been provided. When the answer is so often along the lines of “Hi there, thanks for contacting us! Please can you DM me your postcode and full name so that I can look into this for you? 😊 Naomi”.
Simply establish a set of messages that ask for the information you most often require to access customer records. By having these to pick from not only will you ask for all of the necessary details first time around, but also free up more time to spend on actually resolving issues via direct message.
2. When you need time to investigate
It’s natural that some questions will be harder to resolve than others and, in some cases, you might need to buy yourself a little more time to find the answers. While you’re investigating it’s crucial to keep your customer updated and to let them know that their question is important and that they have not been ignored or forgotten.
With this in mind, setting a potential response along the lines of “Hey there, thanks for raising this! I want to ensure I get you the right answer, so I’d like to confirm this with my colleagues. Please bear with me while I investigate! 😊 Naomi” is ideal.
Not only are you keeping the customer involved in the journey but it’s clear to other audience members that you are responsive and care about providing accurate information.
3. FAQs on social media
Likewise, I’m sure you could list at least two or three questions that you receive at least once a week. Whether it’s how to find out when your bin will next be collected, or how to become a member at your leisure centre - spending needless time on crafting the same response is good for no one!
The following quick response could help you to tackle similar questions in a fraction of the time: “We’d love for you to become a member at CCHQ Gyms – please just click the link to our super simple sign up page www.cchqgyms.co.uk 🎉”
Signposting customers to further resources as we’ve done here is another great way to head off more similar questions too so consider what content you can point customers to.
4. Social media in times of crisis
Finally, let’s consider what happens in a crisis. Depending on the severity of the situation, there’s no doubt that as panic and concern kicks in more people are likely to head to your social media accounts to seek reassurance. Naturally, people want the most up-to-date information as possible and so you may start receiving lots of questions. 🙋
When there’s already limited resources due to team members being pulled into different crisis meetings, it’s imperative that your customer service teams are able to calm your audiences as much as possible as quickly as possible.
A tailored message that can be used as a response to the flurry of inbound questions is a great way to show that you are on top of the crisis, provide some reassurance, but without fear of saying the wrong thing.
For instance, in response to questions about a road traffic incident, the following could be selected: “We understand that there is great concern about the incident on the M5 today – please be assured that we are working with on-site teams to provide an update on the situation as soon as we can!”
So those are our top quick replies to help you to satisfy the needs of your audience as quickly as possible without loss of quality or care. Of course, the tone and messaging of your quick responses will vary from organisation to organisation and it’s so crucial that you put your own stamp on them. We’d love to hear what FAQs you receive and your go to responses – get in touch @CrowdControlHQ! 👂